Job Description

(22007T0)
Singapore-Singapore-Singapore | Full-time | Permanent | Standard

Would you like to be part of the most international company in the world? A company operating in more than 220 countries worldwide, and has been pioneering cross-border express shipping since 1969. Would you like to be part of a business that connects people across the globe? And the more we connect, the better life on Earth becomes. Do you want to make a difference? If you have answered Yes! to the above, join our Insanely Customer-Centric team now! For more information on DHL Express, please visit workingatdhl.com.
DHL Express Global Head Office has an opening for Senior Analyst in the Global Customers Operations Group (COG). The role purpose is to deliver world-class Global Customer Operations analytics from pre-sales to post-sales; ensuring support of DHL Express priorities - FOCUS, CONNECT, GROW, Fix Exceptions and Zero Defect; 'Delivering Excellence in a Digital World". The main responsibilities are:

a) Support and /or lead for all Global COG-led central tools - as subject matter expert in domain area for Global COG.
b) Provide detailed root-cause analysis and ability to interpret data; for key operational performance indicators in order to identify opportunities for service quality improvement at customer level. This needs to be achieved by providing timely, professional and highly automated reports at Global, Regional or Customer level.
c) Provide advance analytics to support solution design, RFQ, tender processes, customer reporting and Global COG/network operations project analytics.
YOUR TASKS
Internal Stakeholder Analytics to Support Our Customers & Network from Pre-sales to Post-sales:

• Support the Global COG teams in the root-cause analysis of potential improvement opportunities at customer level with a solid understanding of OPMS (Operations Performance Management System) / OPMC (Operations Performance Management for Customer) / TTS (Transit Time Standard) / TTC (Customized Transit Time), the various customer reporting tools and the related business rules.
• Support and /or lead role for central tools-expert in domain area for Region or Functional support of the Functional Operational KPI’s and OPMS/OPMC Business Rules in general. In order to have a full end-to-end understanding of the customer challenges, the role holder needs to have knowledge in /will be required to learn TTS (Transit Time Standard); GREF; SHERLOC (Shipment Explorer & Locator) and other operational tools.
• Strong technical expertise on C360, OPMS, OPMC, ExtracTTS and other reporting platforms- business rules, logic, failure logic engine and others as determined in customer reporting roadmap.
• Proactively interpret, analyse and address the key operational performance indicators in order to identify opportunities for service quality improvement and costs reduction and ultimately improve our customer experience.
• Drive and influence the Regional and Country COG Teams to close the Quality Loop and monitor the progress/results after completion including leading the development, sign off, User Acceptance Test (UAT) and implementation of Country, Regional or Global Change requests on reporting systems.
• Dedicated Global COG Customer reporting, dashboards and other activities as directed.
• “Thinking out of the box” to provide alternative but compliant solutions when opportunities are identified.
• Support ad-hoc analysis due to atypical operational constraints related (e.g. COVID-19) or implementation of new regulations for Customer/network requests.

Digitalization Support

• Produce timely, professional and highly automated reports according to globally agreed specifications and distribute according to the agreed timetables (SQL and VBA knowledge required).
• Support setting up of automated scheduled reports; maintenance and housekeeping of report requirements; addresses any enquiries from internal stakeholders.
• Develop and maintain functional data visualizations/ dashboards for management reporting by enabling digitalization and automation via Data Factory.
• Provide functional guidance, advice and/or training to less-experienced data analytics professionals or end users as necessary.
• Adopt and learn independently new tools/ systems / functionalities and may be required to apply to existing work.

Project Management

• Support for all COG reporting central tools - central development/ CR's. This means reviewing and challenging the Change Requests (CR's); align them with the specific business owner and create a Business Requirement Specification (BRS) for Quotation. During the development, he/she will act as a business owner and SME to provide the required business support and to lead the UAT (User Acceptance Test).
• Support in creation and deployment of training packages for systems, tools, methodologies and processes within the Global COG Framework.
• Support and provide deep-dive investigation for any error identified in the PULSE Diagnostics (VBA/ macro file); identify the root-cause and provide fixes; manage; challenge and prioritise change request from community. Any Excel Template code upgrade or fixes rollout to be managed in a proper communication update.
• Pre-sales analytics as required for Tender, Commercial and Customers; including customer solutioning support, Transit Time quotation and other analytics as directed by Global COG leadership group.

This role does not work in a direct line management position, but must have the ability to collaborate & influence the regional, country or functional counterparts by demonstrating good technical expertise, business knowledge, influencing, interpersonal and communication skills. This role requires individual lead and guide other analysts within the team; share best practices and knowledge sharing. Provide training; lead in workshops (where required) to roll-out new methodologies; tools; systems to the community.
WHAT WE NEED FROM YOU

• Minimum 5 years of operational in-country experience including analytical and reporting function (ie. Sales, Customer Service, Service Quality, etc); knowledge and experience in advance analytics and Business Intelligence (BI) tools would be an added advantage.
• In-depth knowledge of the DHL Express network and operations is preferred in order to be able to interpret the data extracted, identify opportunities for further investigations and provide recommendations.
• Cross-border with multi-country experience is preferred; Strong program and people management skills with the capability to work across cultures and borders.
• High-level analytical, problem solving and reasoning skills to structure a comprehensive root-cause analysis.
• Expert in SQL, database information extraction skills required.
• Advance knowledge in MS Office Applications (i.e. MS Excel macros & VBA, PowerAutomate etc), in order to produce automated report and understands how OPMS, C360 & OPMC operates.
• High-level analytical, problem solving and reasoning skills to structure a comprehensive root-cause analysis.
• Proficient with Data Visualization tools (Tableau/ Power BI).
• Ability to work with big data, data analytics (data cleansing and preparations) and develop functional data visualizations/ dashboards.
• Professional qualification/certification in Program or Project Management.
• Highly proficient in English with excellent written and verbal communications skills. Essential for interacting at all levels, across business disciplines and regions.
• Strong influencing skills. Aptitude for building relationships and ability to communicate complex issues to a wide array of internal stakeholders.
• Highly motivated, demonstrate self-reliance and resourcefulness.
• Proactive team player who takes ownership and accountability of projects, has strong organizational skills as well as the ability to effectively manage competing priorities.
• Ability to multi-task and handle large volumes of work at a fast pace.
• Ability to look for and identify areas of opportunity to improve the customer experience and business/ operational processes.
• University Degree (business, logistics, business analytics or similar) with minimum 5 years of experience, or equivalent industry experience with minimum 8 years of experience in related field.

Do you see a personal challenge in these versatile and responsible tasks? Apply now - we look forward to receiving your application!

CONNECTING PEOPLE. IMPROVING LIVES. #DHL #Express #Logistics #Opportunities #GreatPlacetoWork #Singapore Posting Legal Entity DHL Express (Singapore) Pte. Ltd.